[Hiring] Customer Retention Specialist @Trupanion

Role Description

At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We’re looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage. Our Contact Center is open 24/7, 365 days a year – including nights, weekends, and federal holidays – so team members should be prepared to support pet parents whenever they need us most.

As a Customer Retention Specialist, you’ll play a vital role in deepening relationships by engaging with customers during the moments that matter most. You’ll approach each interaction with empathy and care:

• Listening actively and thoroughly investigating concerns.
• Taking thoughtful, timely actions to provide meaningful support.
• Reeducating pet parents on the long-term value of coverage.
• Helping them fully understand the benefits of protecting their pets with Trupanion.
• Skillfully navigating objections and sensitive situations.
• Working with customers to overcome barriers and identify solutions.
• Ensuring customers feel seen, heard, and valued.
• De-escalating emotional conversations and reinforcing the peace of mind our coverage provides.

Your goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion.

Qualifications

• 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment.
• Proven track record of success in retaining customers, handling cancellations, and renewing services.
• Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy.
• Strong written and verbal communication skills.
• Experienced in navigating multiple digital platforms simultaneously.
• Strong aptitude for diagnosing and resolving technical issues in real time.
• Proficient in using CRM systems to document and manage customer interactions.
• Strong technical troubleshooting skills and comfort using technology independently in a remote environment.
• Experience working remotely in a private setting with a reliable hard-wired internet connection.

Requirements

• Must hold or be able to obtain and maintain an active P&C license in your state of residence.
• Must be willing and able to obtain and maintain additional licenses in other U.S. states and applicable Canadian provinces, as required for the role.

Benefits

• Full medical, dental, and vision benefits at no cost to the employee.
• Four weeks of paid time off and 9 paid float holidays.
• Five-week sabbatical after five years of employment.
• Open, casual, pet-friendly, and fun office environment.
• Free medical health insurance for your pet (1 dog or cat).
• Paid time off to volunteer at nonprofit organizations.
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.